topic Re: Browser cannot view timeline in Arlo Q

Browser cannot view timeline. Will show only live view.

png — Thu, 14 May 2020 14:34:06 GMT

I pay for the 2 weeks of CVR for my Arlo Q. I noticed that on my iOS app, I can view anything in my timeline without too much hassle. Sometimes it breaks and has gaps but whatever. My current issue is that I am trying to view the timeline using my desktop browser (Mac OS Mojave) with Chrome or Safari. Any day in the past will only show the live view. If I set it to yesterday, or 7 days ago, it still just shows the current live view. When I move around the cursor for the timestamp, nothing happens.

Is anyone else experiencing this issue?

Re: Browser cannot view timeline

jguerdat — Thu, 14 May 2020 13:05:24 GMT

I just tried this on my W10 computer with no problems using Chrome. Is everything updated, OS and browser? Have you rebooted the computer and flushed the browser caches?

Re: Browser cannot view timeline

png — Thu, 14 May 2020 19:12:06 GMT

Yes, my devices are up to date. I also checked on my Windows 10 desktop with chrome and another macbook pro. I get the same issue every time. I only get 24 hours of timeline to view. All mobile devices can view the 2 weeks.

Re: Browser cannot view timeline

JessicaP — Fri, 15 May 2020 15:38:19 GMT

Hey png,

Have you tried clearing your cache/cookies and trying on incognito mode to see if that helps?

Re: Browser cannot view timeline

png — Fri, 15 May 2020 18:58:15 GMT

Just reset all browser cookies and cache on all 3 computers. Even installed Firefox. Issue still persists. Called customer service and they escalated to level 2 yesterday. They said they will fix it in 24-48 hours. Hope another 24 hours helps. For now my 2 week cvr is a 1 day cvr for desktop.

It's super frustrating since the new Arlo app removed the timestamp overlay, the only place to get it now is through a screen recording of the web browser.

Re: Browser cannot view timeline

png — Sat, 16 May 2020 20:54:01 GMT

48 hours later, without a resolution. I suppose it's fair that the help desk doesn't work on weekends. We'll see how next week works. Is it possible to get a refund for every day of footage I pay for but can't actually view?

Re: Browser cannot view timeline

JessicaP — Mon, 18 May 2020 14:36:08 GMT

If you're still having problems with not able to view the timeline on your browsers, I'd recommend to contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

Re: Browser cannot view timeline

png — Mon, 18 May 2020 17:52:11 GMT

Thanks for the tip Jessica. I contacted them twice last week and have open case numbers. I think third time will be a charm.

Re: Browser cannot view timeline

JessicaP — Mon, 18 May 2020 22:06:40 GMT

Let me reach out to you via private message since you mentioned you have a few cases opened.